Tock integrates with Uber to provide delivery at no cost to you. In this article, we'll review frequently asked questions about the integration.
FAQ
How do guests book?
Guests book a Uber delivery like any other experience.
How do guests manage their order?
Guests can view and manage their order within Tock, like any other order or reservation. The Uber driver will contact guests by phone or text to arrange for delivery.
What if a guest needs to edit their order?
If a guest needs to edit their order before it’s out for delivery, they may contact you directly. Once the order is out for delivery, the guest can no longer edit it. Note that orders can be rescheduled to a different time for the same date, but cannot be rescheduled for a different date. If the order needs to be rescheduled to a different date, we recommend canceling and rebooking the guest.
How much earlier does the food need to be ready?
The Uber delivery driver will arrive 30 minutes ahead of the delivery time. Within the Service tab of your Dashboard, each order will be listed under Orders 30 minutes before the delivery is due to be completed. For example, a delivery order for 7:00pm will be listed at 6:30pm.
How much does this cost me?
There is no fee or cost to you. The cost of the delivery is paid entirely by the guest.
How much will guests be charged?
Your guests will be charged $7.00 for each order delivered by Uber up to 5 miles from your business, except in Manhattan ($5.75 up to 3.73 miles with the delivery required to originate and end within Manhattan). Deliveries are not permitted to cross a toll bridge.
What about gratuity?
Guests are able to add gratuity during the checkout flow, all of which goes to Uber and their drivers. While gratuity is optional, 20% is presented as the default choice.
Can I add an option for guests to add gratuity for my staff when using Uber?
Using add-ons is the best way to configure optional gratuity that will go to your restaurant. Create optional add-ons for set dollar amounts that guests can choose to add to their order. Configure mandatory gratuity by adding a custom fee to your To Go offering. Guests will be required to pay this fee when checking out.
Will I get a notification about the driver arriving/being late?
The delivery order status in Service will automatically update with the following statuses:
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Unscheduled - the order is outside the Uber scheduling window. As the order date approaches, Uber will change the status to scheduled.
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Scheduled - the order has been scheduled.
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Assigned - Uber has assigned a delivery driver to the order.
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Picked Up - the Uber delivery driver has picked up the order and is en route to the diner.
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Delivered - the Uber delivery driver has delivered the order to the diner.
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Cancelled - the delivery order has been cancelled.
What if my guests have an issue with their delivery?
If a guest has questions about their order, they may contact you. If they have questions or problems with the delivery, they will be directed to contact Uber directly. The confirmation page and email will advise guests how and who to reach out to for help.
Learn More
For more information on how to create a Uber delivery experience, view Setting Up a Delivery (Fulfilled by Uber).